Senior Product Manager, Technical – Ads Customer Experience

• Drive product strategy and execution for end-customer feedback on ad experiences – from capturing voice of customer sentiment at scale to converting it into insights for the global ads organization
• Launch feedback products across Amazon’s diverse ad portfolio – transforming a single desktop web feature into experiences on Amazon.com, Prime Video, Alexa, Kindle, Twitch, IMDb.com, Fire TV, and Goodreads web, app, and connected TV devices achieving a 10.7x increase in customer engagement
• Launch LLM, NLP, and image recognition machine learning models in partnership with data scientists to improve relevancy and identify and resolve sub-par ad experiences that uncover $100MM+ in revenue opportunity and reduce defective ad impressions by 20B+ annually
• Launched ad transparency and content reporting across Amazon.com, Twitch, and IMDb.com empowering customers with greater control over their ad experiences and achieving regulatory compliance with the EU Digital Services Act

Senior Product Manager – Ads Customer Experience

Manager – Digital Commerce Optimization

• Introduced A/B testing capabilities to JetBlue’s e-commerce products targeted at improving conversion, funnel advancement, and ancillary attachment metrics
• Developed and instilled a new data-driven approach in the Digital Commerce team by making vast data sets digestible to guide product designs, features, and prioritization
• Led the analysis and implementation of new abandonment retargeting and promotional e-commerce capabilities
• Managed a team of data and design analysts

Product Manager – Digital Commerce

• Drove product strategy and execution for JetBlue’s $6B e-commerce portfolio achieving improvements to direct digital share and conversion rate by 11.7% and 2.3% respectively
• Redesigned, rebuilt, and launched an entirely new and responsive booking experience leveraging e-commerce best practices and usability testing in collaboration with seven onshore and offshore scrum teams and a digital design agency
• Led a critical company-wide program to overhaul JetBlue’s fare options and introduce a Basic Economy product increasing annual revenue by $150MM
• Executed a series of initiatives to communicate safety and promote flexibility throughout the digital booking channels in response to changing customer travel behavior during the COVID-19 pandemic

Business Analyst – Digital and Customer Products

• Led product analysis for a Loyalty Management System upgrade project, including eliciting hundreds of user stories resulting in improved engagement for millions of TrueBlue members, quicker time to market for future enhancements, and reductions in operating costs
• Drove the loyalty website redesign initiative from initial requirements through to design, implementation, and user acceptance testing by synthesizing feedback from Loyalty Marketing, legal, brand, analytics, and accessibility stakeholders

Senior Business Systems Analyst – Ratings Workflow

• Elicited requirements for a $30MM ratings workflow redesign initiative from analytical, legal, and compliance stakeholders resulting in improved ratings accuracy and decreased time to market
• Managed risks, budget, and timelines for a $3MM project achieving global regulatory compliance with the Dodd-Frank Wall Street Reform Act
• Enhanced agile SDLC processes and templates to set standards and ensure the consistent and efficient execution of software projects throughout the global project management office

Business Systems Analyst – Ratings Workflow

Graduate School Course Facilitator

• Facilitated online Systems Analysis and Design graduate courses providing instruction, guidance, and mentorship to graduate school scholars

Master of Science in Computer Information Systems

• Cumulative GPA: 3.97

Bachelor of Business Administration in Computer Information Systems

• Cumulative GPA: 3.97, summa cum laude